Patient Scheduling Clerk

Unity Health Care. • Washington, DC

89d

About The Position

Under the supervision of the Patient Scheduling Center Manager, the Patient Scheduling Clerk serves as the first point of contact for patients seeking appointments. This role answers a high volume of calls and schedules appointments, instructs and assists patients with regards to appropriate scheduling protocol, and maintains a professional and confidential working environment. The Patient Scheduling Clerk assists with training new staff, where needed, and uses initiative, sound judgment, and communication skills to enable efficient and effective use of the Patient Scheduling Center and its resources.

Requirements

• High school diploma or equivalent.
• Fluent in both English/Spanish preferred.
• Strong attention to detail and accuracy.
• Ability to multitask and work efficiently in a fast-paced environment.
• Excellent interpersonal communication, customer service and telephone etiquette skills.
• Minimum of one-year experience in an office setting, preferably a medical office setting.

Nice To Haves

• Strong customer service background.
• Some knowledge of medical terminology and EHR systems.
• Good oral, written, and telephone communication skills; Bilingual: English/Spanish preferred.
• Ability to work independently or in a team-oriented environment and interrelate well with individuals with diverse ethnic and cultural backgrounds and needs.
• Basic working knowledge of computers and extended periods of phone use.
• Typing 40 WPM preferred.

Responsibilities

• Handles a high volume of calls, scheduling, rescheduling, confirming and canceling appointments, return all call backs generated in the system.
• Accurately record and communicate scheduled appointments to patients in a courteous and professional manner.
• Assess patient needs, create telephone encounters and forward to appropriate team for resolution.
• Control the flow of calls using the TouchPoint desktop application to ensure efficient handling.
• Effectively manage incoming calls across multiple queues, routing them to the appropriate health center or department for resolution.
• Promptly route urgent calls and provide clear SBAR summaries to the appropriate site, advice nurse, or leadership team member.
• Document all calls forwarded to the advice nurse and/or leadership in a detailed log for tracking and reference.
• Collaborate with various departments to resolve scheduling conflicts and improve patient flow.
• Verify and update patient details including demographics and insurance information, ensuring accuracy.
• Address patient concerns and frustrations with patience, empathy, active listening, and respectful communication.
• Collaborate with other departments to correct and update patient referrals as needed.
• Fax missed or updated referrals to the ambulatory care center or physician’s office to ensure patient can complete their appointment.
• Introduce patients to the patient portal, explaining its features and benefits.
• Assist patients by enabling web access and resetting locked patient portal accounts upon request.
• Discreetly handles and enters sensitive personal confidential information while adhering to Unity's HIPAA guidelines ensuring the proper handling of sensitive information.
• Serves as liaison between patients, staff and the health center leadership.
• Reviews all patient related information for accuracy and completeness and assist the patient where necessary.
• Perform responsibilities with the required Customer Service standards.
• Performs within expected guidelines regarding talk time and wait time.
• Maintains a clean, organized, and safe working environment.
• Maintains files and/or client database.
• Meets key metrics important for goals and benchmark data.
• Performs other duties as assigned.

What This Job Offers

• Education Level: High school or GED
• Number of Employees: 501-1,000 employees